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发布时间：2006-06-22 02:22     点击：

　　英：

　　In this conversation, Douglas Winters, head of Customer Relations for a large department store, is discussing some customer issues with Howard Mendell, a staff member.

　　Douglas: I called you in because I’ve been hearing about too many customer complaints recently, even from some of our most loyal customers. What do you know about this, Howard?

　　Howard: We’ve had a lot of problems with certain items from a new manufacturer. We’ve handled it according to the store policy of giving a refund or an exchange. Feedback from our staff indicates some customers think our quality control is lax.

　　Douglas: From their point of view, they’re right! It’s not our fault, of course, but what are we doing about it? Has there been any follow-up on this issue?

　　Howard: We’ve contacted Purchasing, and they’re dealing with the manufacturer right now.

　　Douglas: That’s not good enough! If we’ve had that many complaints, let’s get the products taken off the shelves until the manufacturer cleans up their act.

　　Howard: Alright. I’ll talk to the department manager about it. Shouldn’t be a problem, but it’ll probably take them a day or two to restock the empty space.

　　Douglas: That’s okay. Let’s be pro-active with the customers who bought those products.Send them a discount coupon for their next store purchase. And let’s touch bases with our other recent customers to make sure that they’re satisfied with our customer policies.

　　Howard: I’ll get on it right away.

　　Douglas: OK.Thanks, Howard.

　　中：

　　在以下的一段对话中，Douglas Winters是一家百货公司的客户服务部经理，他正在和他的一名属下Howard Mendell讨论一些客户事宜：

　　Douglas: 我把你叫进来是因为最近我听到不少顾客对我们工作的抱怨，甚至有一些是从我们最忠实的顾客那里传来的。Howard，你是怎么看的？

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